Support Engineer

• Responsible for identifying, investigating, detecting, and protecting service availability and data across various source types and locations
• Validates alerts or reports to determine if they constitute an incident
• Ensures incidents are properly recorded in appropriate reporting systems
• Assesses incident severity and impact
• Takes initial corrective actions when required
• Focuses on operational activities such as batch scheduling, processing, monitoring, and remediation for critical back-office services
• Acts as a primary initiator of the Major Incident process
• Collaborates with Incident Management and Security Operations teams on system integrity, access, or security-related incidents

How You Will Make an Impact:

• Provides monitoring, correlation analysis, and incident response for operational events
• Validates alerts or reports to classify them as operational or security-related incidents
• Ensures accurate recording of incidents, batch failures, and reports
• Takes accountability for incidents during assigned 24x7 roster shifts, ensuring timely resolution and communication
• Collaborates with support teams for event identification and incident resolution
• Assists in identifying event-to-incident correlations with high accuracy
• Performs initial triage of alerts or events to determine their nature
• Monitors infrastructure, application, and platform logs for anomalies or security events
• Reviews system, middleware, and infrastructure logs for patterns indicating disruptions or abnormal behavior
• Supports correlation of operational and security events during investigations or major incidents
• Maintains and updates Runbook documentation to ensure accuracy and compliance